Does the issue happen with local library music, streaming service music, or both?
· *Both streaming and local* *library* music are affected.
Do you encounter any playback errors with the "System Output" Zone?
· The System Output has *no problem*, it's only my other Zone.
How is the affected Zone connected to your RoonServer machine?
· Network - Ethernet
Which network audio protocol is the Zone using with Roon?
· RoonReady
Does the device show up at all in Roon Settings -> Audio?
· Yes, it shows up there, but it isn't Enabled
Does the "Enable" button unlock the Zone?
· I pressed Enable, but the Zone remains disabled
Does the device play audio from another source when using the same connection?
· The device has no problems with another audio source
Have you checked that Roon is whitelisted in any firewalls?
· I've checked the firewall and the issue remains
If the device has multiple output options, do the other options work as expected?
· Multiple output types are affected
Is the device using the latest firmware as per the manufacturer?
· Firmware is up-to-date but the issue remains
Do you have an approximate timestamp of when the issue last occurred?
· 030425 at 10.02 AM
What are the make and model of the affected audio device(s) and the connection type?
· NAD Ci580, Dutch Dutch 8C, BlueSound Node (2024), NAD T778.
Describe the issue
Just upgraded form a Sonic Orbiter Server to a new Nucleus Titan. Playback to multiple networked (cable) devices plays for a few seconds and (sometimes) shows the message 'audio file is loading slowly". The server change was very costly and intended to improve speeds on the collection (about 9000 albums) but it cant seem to play. The old server did not show this behaviour. I have restarted each zone and the nucleus.
Describe your network setup
The router is a Zyxel EX5601 connected to several netgear unmanaged switches (GS308,GS108,GS116) with Zyxel wifi access points.
Thanks for reaching out with your report. I’ve gone ahead and activated diagnostics for your account and what this does is upload a log set to our servers for review. Looking over this log set, I am noticing quite a lot of issues when trying to communicate with your device at IP address 192.168.1.91, which appears is a NAD T778.
Can you confirm where the NAD T778 fits into this network setup? Are you able to bypass the switch it is connected to and connect directly to the rotuer, or to a switch closer to the router?
Can you confirm which zone you had this issue with? Or did you accidentally select this option in the response form?
He’ll, thanks forgetting back to me. The NAD T778 is in a separate building connected with a single network cable into an unmanaged switch. Oddly enough I rarely use this zone and only used it today to test Roon. I had some issues but it turned out to be fine once I set up the zone correctly (issue involved hdmi arc, not Roon!).The enable zone option works fine on all zones I tried, the form didn’t offer the ideal option. Historically the old server was located in the living room and the new nucleus has been tested in the study whilst migrating music/database. I will check later if placing it back in the living rooom improves matters? The study permits a direct connection to the router which the living room does not.
Certainly let us know how it goes - a direct connection is typically better overall, but there’s certainly importance around maintaining a stable connection to your endpoints as well as to upstream services to and from the Nucleus.
Can you please share a specific example, as well as the specific endpoint where you experience this behavior? Does it happen during individual playback, or when you’ve grouped zones together?
Hi Benjamin,
I have been using the Titan in the living room (where the Sonicorbiter used to be located) and its working fine so far.
Regarding a specific example we had trouble playing various content on wednesday morning (2nd April) including library tracks and Qobuz streams all showing the ‘audio file is loading slowly’ message. A specific example would be the recently imported Ian Gillan album ‘Glory Road’ around this time. It would play for a few seconds, then go to the next track and play a few seconds, then the next etc.
We’ve noticed your Nucleus Titan can ping our server but fails to upload diagnostic logsets. Please try rebooting the machine to ensure logs reach us.
In the Zyxel settings administration page, look for settings related to multicast forwarding, IGMP snooping, and client steering. Turn multicast forwarding and IGMP snooping on. Turn client steering off.
Next, play only to the Dutch & Dutch 8C via networked Roon Ready. Play high-resolution content, like 96Khz. Can you reproduce the issue on that Zone alone?
After that, play content to the group with the ci580, but make sure the Dutch & Dutch Zone is not part of that group.
Can you reproduce the dropouts with that second test?
Here’s why we’re asking - the diagnostic logset you uploaded showed buffer overruns on the Dutch & Dutch 8c with larger files. The network link between the Titan and the 8c doesn’t provide consistent throughput - if multiple access point leaps stand between these units, we need to ensure traffic can forward properly.
Hi Connor,
I have rebooted the Titan.
On the Zyxel admin page I cannot find settings for multicast forwarding or client steering. However I did find IGMP snooping which offers 2 modes when active, standard mode or blocking mode. Which should I use? I did do some searches to find the other settings without success.
I shall await your feedback before running the tests you suggest.
I am hoping to upgrade the wired network to new Cat 6 cables and wondered what cable Roon might suggest? I am not sure about the distinction between stranded vs solid core types and if they can both be terminated using pass through crimping tools?
Tried to run Roon just now. The Mac won’t connect to the server via the app. One iPad connects very very slowly and plays content. Another iPad won’t connect. Restarted app and iPad. Reset WiFi. However the Roon titan can be seen on the ip address web control page. The Mac can also see the server on the ip address control page.
The Titan is working again now, reasons for outage unknown. Just been playing high res content with the Dutch & Dutch only and no problems. Used both Qobuz and library music and all is well. Will try other zones later.
This morning Roon app won’t open. Can ‘see’ Titan but won’t connect. Can access ip address control page and have rebooted Titan. After this app opens and functions, albeit fairly slowly. I have played both 96/24 and DSF DSD64 content to the NAD Ci580 with 2 zones active (not including DD8C) without issues. Also trying to back up to a USB drive (music, just under 4tb) and estimated time was almost 2 years! This via a network share. Is there a way to back up music to a drive connected directly to Nucleus?
Thanks for the update - I’m happy to hear you’ve been able get playback to happen, even if it’s been infrequent. We’re having a tough time connecting to your Titan to review a fresh diganostic report, could you please use the directions found here and send over a set of logs to our File Uploader? Once logs have been uploaded, please let us know so that we can check the server for your files, thanks!
We don’t have any specific recommendations here, but Cat 6 cables in general should be a good next step in troubleshooting.
While enabling it in general is typically useful, Standard is likely the better option in this case.
Definitely - you can use an external USB drive to host backups - here’s more info on backing up in Roon:
Having trouble getting the logs with the directions. The info i see on connecting to the Titan does not include a roonserver folder. There is a RoonOS folder leading to datatbase-registry and nothing else. There is also a RAATserver which has a logs folder. Screenshot attached.
For the backup i meant the music on the internal drive as oppossed to the database. By the way i looked at the stoprage folder in the screenshot and the attached drive where the database is backed up. Not sure if this is what its meant to look like?
Hi @jeremy_davies,
Thanks for providing the screenshots for us. The second screenshot you showed is where the RoonServer folder should be. Since it isn’t there we will need to do a deeper investigation here. I’ll open a ticket for you with our developers. I cannot give you an exact timeline but once we have an update for you we will let you know here.
Thanks for the update. I thought it was a bit odd. Worth mentioning that Roon server appears and can be restarted/stopped on the web admin page you mentioned.
Within Roon, you can only backup your Roon Database - if you’re looking to set up backups of your local library separate of Roon, you can certainly do so outside of Roon.
Can you also perform a RoonOS reinstall? From there, let me know if you find a Roon Server folder. Thank you!
Is the RoonServer not visible here to the right of the RoonOS folder? I took a look over your logs again and logs indicate that it is reading data from the RoonServer folder, which is located in /data/RoonServer, so it is quite strange that you are not able to see it on your end.
You are quite right, i enlarged the window and foud it to the far right! Apologies. I guess i wont need to send you logs after all if you can see them at your end?
Early next week the network is being rewired to be more direct and simple, particularly for Roon. Hopefully this will improve performance. I will update here on tueday or wednesday hopefully. Apologies again!
